Customer Success Manager

May 9

Column

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💰 $30M Series A on 2022-08

Description

• Column is looking to hire a full-time Customer Success Manager (CSM) to join our Customer Experience team • The CSM will report directly to our CSM Team Lead Manager, Enrique Diaz, and should be excited about building relationships and fostering trust • The Customer Success Manager (CSM) will be entrusted with cultivating trusted, proactive relationships with potential and existing partners, pinpointing and fostering upsell opportunities, and diligently meeting capture rate targets • They will be responsible for nurturing assigned partner relationships, effectively resolving any escalations, ensuring seamless contract renewals, and skillfully coordinating with various teams to deliver exceptional results for both Partners and Column

Requirements

• You have 5+ years of experience in customer-facing roles like CSM or Sales • You have a track record of meeting or exceeding the key performance indicators (KPIs) that are relevant to your role (e.g., meetings scheduled, time to go live, quota attainment, etc.) • You've demonstrated ownership of revenue, consistently meeting or exceeding sales quotas or expansion/renewal targets • You possess experience in similar sales or post-sales motions, including close rates (20-30%), time-to-close (30-90 days), and deal sizes ($50k-100k ARR or $10-20M GTV) • You've worked in software relationship management, particularly in e-commerce, marketplaces, and/or SaaS • You've dealt with enterprise or mid-market customers with sales cycles of 90+ days • You've successfully managed to turn around difficult mid-market or enterprise clients, preventing churn and the ability to navigate difficult conversations with partner accounts • You've negotiated contract renewals effectively • You can articulate the metrics and dashboards needed to understand and enhance an account's performance • You are competitive with intrinsic motivation — like to be at the top of a leaderboard and compete with your performance over time (e.g., better today than yesterday) — and collaborative in a team environment (e.g., will mentor new hires or share successful sales scripts) • You are an optimistic person who is committed to overcoming challenges to make positive contributions to their customers' lives • You have a solid desire to exemplify our operating principles — be worthy of trust, do the hard work, never stop learning, intentionally build community, and tell a better story • You have grit and really want to work with us — if you do not resemble our ideal candidate, tell us why you'd still be a great fit for this role in an optional cover letter

Benefits

• Healthcare, vision, & dental coverage for you and your dependents • Unlimited (and encouraged) paid time off and 16 weeks paid parental leave • Multiple stipends for you to invest in a home office setup and pursue wellness activities that make you feel healthy and whole